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Technical Service Representative - AMI

Job Requisition ID:  38119

Job Description –
Technical Service Representative
Advanced Materials - Interlayers

POSITION: TS&AD Representative

BUSINESS:   Advanced Materials – Interlayers (AMI)

REPORTS TO: Technical Service Manager

LOCATION:   Eastman office in Shanghai, China



The Technical Service (TS) representative will report to the ASPAC Regional Technical Service Manager. The TS-Representative is responsible for providing technical service support within the assigned AMI market segments and customers in China. He/she will take initiative to make decisions needed to deliver upon agreed goals, customer initiatives and projects while working within the framework of Eastman’s policies, procedures and guidelines.

The TS-representative will work towards ensuring that Eastman interlayer product is the product of choice for glass laminating applications by providing best-in-class lamination technical support to our customers. He/she will work closely with sales and market development to meet segment team tactical objectives.
Proactive development and maintenance of key customer relationships is essential part of the role. As part of customer interfacing function, he/she continuously seeks to identify customer and industry needs and trends which could lead to new product applications or developments. While TS-representative is expected to operate without close day-to-day supervision as an individual contributor, the ability to engage with other functions and work in a team is crucial. 


Functional responsibilities

* Effective troubleshooting of product and process issues at customers.
* Development of recommendations for interlayers’ performance solutions for automotive laminators.
* Manage product qualifications, from trial preparation to final product acceptance, in a timely and cost-effective manner.
* Delivery of process and product training (lamination seminars, internal and external).
* Support to timely start-up of new lamination production lines and identification of opportunities for productivity improvements at both the customer operation and Eastman.
* Close interaction with the commercial team, customer engagement and communication, self-starting/proactive.
* Support new products demand generation and adoptions by ensuring close follow-up with sales and marketing at laminator level.
* Understand product applications and clearly communicate technical needs back to the organisation.
* Utilise resources available in Customer Collaboration Laboratory (CCL) in Shanghai to overcome technical barriers preventing the use of Eastman products by customers.

Personal Behaviour
* Work in a responsible and safe manner.
* Contribute effectively as an individual and within a team towards organisation’s goals.
* Proactively develop customer relationships by making efforts to listen and to understand the customer needs (both internal and external), anticipating and providing solutions in a timely fashion. 
* Effectively communicate ideas and proposals, verbally and in writing, to a wide audience at many different levels within an organisation (internal and external).
* Feel comfortable in a busy, rapidly changing multi-national environment.
* Keep management informed of activities and important matters by using the appropriate Eastman information systems (Outlook, Call plan/Report, Highlight, Technical Reports and presentations at TS, Sales and Business Meetings).
* Prioritise travel and project responsibilities with business strategy, workload and budget.
* Strong technical and analytical skills with ability to tackle complex problems in a clear and concise manner.

Knowledge and skill requirement

* 2+ year of technical service experience is necessary, and the automotive glass lamination knowledge will be considered as a plus.
* A fluency in English (written and spoken) and Mandarin combined with good communication skills is required.
* Correctly follow guidelines when dealing with Company intellectual property or restricted information.
* A customer service orientated, flexible and a team player mentality.
* Creative problem-solving ability.


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